Product Support Specialist

Role Overview

• Provide outstanding client service throughout the support process.
• Identify, investigate, and troubleshoot incoming inquiries to provide the appropriate solutions and alternatives to achieve client satisfaction.
• Effectively document support incidents and escalate them as necessary.
• Manage and update the help desk ticketing system with descriptions of support incidents, conversations, and correspondence with clients.
• Manage multiple support channels including telephone and e-mail.
• Support the roll-out of new product releases to Multiview’s existing client base.
• Proactively assist in growing our Client Portal content by developing impactful documents, videos, and how-to guides
• Actively participate in continually improving support processes and team initiatives
• Demonstrate Multiview’s core values, building and advancing the reputation of the company and its clients.

Requirements

• A degree, diploma, certification, or equivalent in business, accounting or relevant experience
• Experience Level: 1 – 2 years in customer support or an accounting role
• Demonstrated skills in client escalation, conflict resolution and negotiation.
• Demonstrated excellence in presenting to an executive-level audience, both written and verbal
• Excellent client service, interpersonal and relationship-building skills.
• Excellent multi-tasking, organizational, time management and problem-solving skills
• Excellent team-building skills, to work well within a team environment.
• Self-sufficient, resourceful, and able to work well with minimal supervision.
• Ability to demonstrate a high degree of professionalism.
• Innovative thinker with a growth mindset.
• Demonstrated level of technical proficiency with Microsoft Office at the Intermediate or Advanced levels
• Willingness to be coached, mentored, and driven to reach your fullest potential.
• Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients.
• Ability to travel minimally within Canada and the US

Benefits

• Competitive Compensation
• 4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days.
• Company paid competitive Benefits including Extended Health, Dental, Vision and more.
• Continuous growth opportunities, and leadership development